Job detail for Bilingual Service Excellence Representative

Job Description

Please note:

• Anyone applying must have authorization to work in Canada.
• You will work on a flexible hybrid schedule as part of Fidelity’s dynamic working arrangement.
• If you are in the Greater Toronto Area, the work location for this role is 483 Bay Street in Toronto until approximately the end of 2026, at which point the work location will move to the new Mississauga office located at 3 Robert Speck Parkway.
• This is a permanent, full-time position.
• Candidates must be able to work rotating shifts Monday through Friday between 8:00 AM and 8:00 PM.
• A bilingual person in this role is required to review and process documents in both official languages (French and English) to meet our industry regulatory obligations. This person must demonstrate advanced communication skills in both languages.

Who we are

At Fidelity, we have been helping Canadian investors take control of their financial future for over 35 years. We offer individuals and institutions a range of reliable investment portfolios and services, and we are constantly looking for new ways to better serve our clients. As we continue to expand as a private company, we are firmly focused on innovation in all our areas of business.

Working with us means being part of a diverse group of motivated people who make a real difference in the lives of our clients and our communities every day. You will have numerous opportunities to grow and advance your career in an inclusive environment where your value is recognized and you are supported, a place that encourages you to give your best, both personally and professionally.

Your contribution

The Service Excellence program has been designed to give you the opportunity to hone your knowledge and skills within Client Services. As part of this role, you will receive training and provide support to various business units within the department. The focus will be on rotations with the Advisor Service Centre (inbound calls), the Transfer Agent department (financial and non-financial transactions), and the Service Solutions Unit (transaction adjustments).

The Bilingual Service Excellence Representative, Client Services, is responsible for the quick and accurate resolution of client account issues, daily account or service processing, and handling calls with Client Services. This person may be called upon to provide support to different departments to maintain high levels of service during peak transactional periods.

Key

• Perform transaction processing and adjustments as well as handle client requests in an accurate, professional, and timely manner.
• Acquire practical knowledge of Fidelity products, policies, and procedures and apply them appropriately, particularly to mitigate risks within your role.
• Support Fidelity’s values and iCARE principles by adding value to the client experience, understanding what is important, recognizing what needs to be done, and taking personal responsibility.
• Contribute to meeting Client Services requirements to achieve and maintain optimal service levels.

Required Qualifications

Experience

• One to two years of experience in a client service department (preferably in the financial services sector).

Education

• Completion of post-secondary education or equivalent work experience.
• Bilingualism (French and English) in both oral and written form is required.

Professional Designations, Licenses, or Accreditations

• IFIC or CSC is an asset.

Your expertise

Skills and Knowledge

• Practical knowledge of policies, procedures, and processes related to Transfer Agent operations, as well as products offered by Fidelity.
• Understanding of departmental tasks and .
• Understanding of the mutual fund industry, the regulatory framework, and government regulations.
• Understanding of internal applications.
• Excellent analytical and problem-solving skills.
• Excellent communication skills, both oral and written.
• Ability to multitask.
• Attention to detail.
• Knowledge of Microsoft 365 applications.

Total rewards that reflect your contribution

We believe that exceptional work should be rewarded. That is why we offer a competitive compensation program designed to support your success in the present and your financial well-being in the future.

For this position, your total compensation includes the following elements:

• Base salary and discretionary performance bonus: Total annual cash compensation (base salary plus target bonus) ranges from $59,000 to $77,000, depending on your experience and skills.
• RRSP contributions: After six months of employment, we invest in your future by contributing to a Registered Retirement Savings Plan (RRSP), with no contribution requirement from you.

We are proud to offer a compensation plan that complies with provincial pay transparency requirements.

This position is currently vacant. This is an opportunity where your talent will be put to use.

We use the AI-powered LinkedIn Hiring Assistant to support certain stages of our recruitment process as well as an AI review tool that assists with the review and evaluation of applications. Every hiring decision is reviewed and finalized by our recruiters. If you choose to ask questions to the LinkedIn HR Assistant, please keep in mind that its answers are not official and must be confirmed by Fidelity for accuracy and completeness. If you are selected for an interview, the recruiter who contacts you will be best placed to answer your questions.

Why choose Fidelity?

Awards

• Canada's Top Family-Friendly Employers

• Canada's Top 100 Employers

• Greater Toronto's Top Employers

• Canada's Top Employers for Young People

• Venngo Healthy Workplace – Award for workplace health and wellness programs

• HRD Canada Best Workplaces Award.

• 5-Star Diversity and Inclusion Employer according to HRD Canada

• 5-Star Benefit Program in 2023 according to HRD Canada

Designations

• Canadian Compassionate Companies
• Great Place to Work Best Workplaces list
• Great Place to Work Best Workplaces for Women

Fidelity Canada is an equal opportunity employer

Fidelity Canada is committed to fostering a diverse and inclusive workplace. All qualified applications will be considered without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, family status, veteran status, Indigenous or Native American status, or any other status protected by law.

Accommodations during the job application process

Fidelity Canada welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates participating in the selection process. If you require an accommodation, please email us at @fidelity.ca.

By applying for this position, you consent to receive an automated acknowledgment of receipt.

We do not respond to inquiries by phone and do not accept applications through agencies. We thank all candidates for their interest. Please note that only those selected for an interview will be contacted.